ShepHyken

FEBRUARY 24, 2025

By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback.

Customer Experience 209

Customer Experience Surveys Feedback Technology 209

ShepHyken

DECEMBER 1, 2024

My Comment: I love customer service and CX stats, facts, and findings from different surveys (including our own CX research ). My Comment: As we approach the beginning of the new year, articles featuring trends and predictions are abundant. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

Journey mapping 193

Journey mapping Customer Service Customer Experience Marketing 193

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. List of Trends that can be foreseen in the coming year .

Feedback 216

Feedback Entertainment Surveys Banking 216

ShepHyken

APRIL 21, 2025

In Sheps recent customer service and experience survey , we found that the average customer is willing to give you two chances before they switch to a competitor. They often see little value in answering surveys and may prefer to quietly switch to a competitor. However, customers are becoming less tolerant of poor experiences.

Customer Experience 176

Customer Experience B2C Analytics B2B 176

CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. To take that one step further, I once had a car dealership inform me that if I brought back a completed survey, they would give me a free oil change.

Surveys 195

Surveys Construction CCNG Feedback 195

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

Surveys 62

Surveys Metrics Benchmark Consulting 62

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. My Comment: We wrap up this week’s roundup with an excellent article about some important trends in the customer service and CX world. Customers’ expectations continue to rise.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0% of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

ShepHyken

MARCH 10, 2025

How does AI compare to traditional surveys in measuring customer satisfaction? It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction. What challenges do businesses face in becoming truly customer-centric?

Chatbots 193

Chatbots Customer centricity Metrics Feedback 193

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Staying abreast of these trends is key to driving success and redefining the future of contact center operations.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. As we head toward the end of the year, it’s important to think about what’s trending.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. There is no incentive to be honest on the survey. It’s called Google Trends.

Surveys 343

Surveys Big data Engineering Advertising 343

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

VirtualPBX

OCTOBER 17, 2024

What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. These surveys give businesses real-time insights into the quality of their service and customer experience. How Do Call Surveys Work? For the Greatest Responses and Best Results.

Surveys 59

Surveys Interactive Voice Response Healthcare Feedback 59

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Agent attrition jumped from 21.8% in 2022 to 28.1%

Chatbots 166

Chatbots Contact Center Self service Customer Experience 166

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. AI can also help identify patterns or trends across hundreds of reviews that might take a human analyst hours or even days to recognize. Social reviews have always been important, and that hasn't changed.

Surveys 62

Surveys B2C Best practices Feedback 62

ShepHyken

SEPTEMBER 22, 2023

He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. So, what can we expect from customer service trends in 2023? As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries.

Customer Service 166

Customer Service Chatbots Self service Customer Care 166

Beyond Philosophy

SEPTEMBER 10, 2019

Two years, it seems, is indicative of a trend. Their survey, the UK Customer Satisfaction Index Report, is one of the most robust in the industry. The areas the survey covers include the following five: How professional is the website or how knowledgeable are the people with whom you interact at the organization?

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. Consumer confidence is a funny thing.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. And AI will fuel this trend. They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. They want what they want NOW.

Chatbots 430

Chatbots Surveys Self service Personalization 430

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. Stay on top of trends in the call center industry with us!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

ShepHyken

MARCH 8, 2021

Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends.

Airlines 366

Airlines Customer Service Coaching Surveys 366

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” My Comment: Here are some of the latest stats and trends in the customer experience world.

Customer Service 283

Customer Service Surveys Customer Experience Customer Support 283

ShepHyken

JUNE 17, 2022

He shares the five consumer trends organizations can use in their next campaigns and strategy. After careful research and talking with other brands, we put together five consumer trends that will take shape over the next few years. 86% of people surveyed reported growing fears about their online personal security. .

Abandon rate 176

Abandon rate Marketing Personalization Sales 176

customer sure

JANUARY 20, 2025

Whether its tailored product recommendations, forms that are pre-filled rather than blank, how-to guides that are context-sensitive rather than general, or customised survey follow-ups where youve taken the trouble to investigate that persons prior contacts personalisation makes customers more engaged and less frustrated, and this builds loyalty.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

AWS Machine Learning

DECEMBER 4, 2024

For this post, you’ll upload the files containing unstructured data that we mentioned previously ( product-reviews.txt , survey-response.txt , and world-news.txt ). This historical data will allow the function to analyze sales trends, product performance, and other relevant metrics over this seven-year period.

APIs 107

APIs Sales Surveys Analytics 107

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. What was the best part of your experience with <CompanyABC>?

Surveys 62

Surveys Metrics Customer effort Analytics 62

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. Some even claim they can replace the need for external expertise altogether.

Surveys 62

Surveys Customer centricity Wait times CRM 62

Balto

MARCH 3, 2025

Post-call surveys trigger automatically, and results feed into performance dashboards. Regular surveys after automated interactions reveal pain points and opportunities for improvement. The post Call Center Automation: Definition, Trends, Benefits, & Use Cases appeared first on Balto.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Beyond Philosophy

APRIL 16, 2022

This podcast subject was inspired by some interesting stats I read about in the consumer research team Attest’s 2022 US Consumer Trends report about what different groups of customers want. Complete this short survey. Segmenting your customers for targeting purposes is essential. Please tell us how we are doing!

Construction 66

Construction Consulting Consulting Surveys 66

Contact Center Pipeline

SEPTEMBER 22, 2020

In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].

Management 225

Management Contact Center Surveys Self service 225

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. the trend to eliminate cash is sweeping Scandinavia and elsewhere in Europe, especially in France and the Netherlands. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

MARCH 18, 2019

My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey. It’s one thing to implement the survey to get feedback. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. It’s another to properly use that feedback. And, that’s what this article is about.

Customer Service 227

Customer Service Customer centricity Feedback Surveys 227

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. If they feel disgruntled enough, they may decide to provide a survey.

Feedback 252

Feedback Customer Experience Abandon rate Surveys 252

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Want to dive deeper into the latest data, contact center trends, and insights into the future of the industry? How successful have these efforts been?

Contact Center 52

Contact Center Self service Strategic Value Metrics 52